獨立餐廳之服務品質改造計畫—以岱櫻居食屋為例

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题名:	獨立餐廳之服務品質改造計畫—以岱櫻居食屋為例
其它题名:	An Empirical Case Study on Restaurant Service Quality Using PZB Gap Model
作者:	黃淑菁 HUANG,SHU-CHING
贡献者:	朱惠玲 CHU,HEI-LIN 餐旅管理學系
关键词:	服務品質;PZB服務品質模式;SERVQUAL Service quality;PZB service quality model;SERVQUAL
日期:	2016
上传时间:	2017-07-17T05:57:53Z (UTC)
摘要:	美食、有感服務、用餐氛圍、整體感受的滿意為餐廳經營必要之基本要件，當一切到位時，即易形成顧客實際體驗的認知大於期望的認知，因此，服務的感受認知將是直接影響顧客滿意度之相關要件。外在環境競爭激烈，消費者意識抬頭對市場要求甚高，為了企業之永續經營，企業必須提出讓服務品質提升的各項策略，積極努力地追求顧客的滿意度。因此，本研究利用PZB服務品質模式找出企業之五大缺口，針對缺口2、3、5，來進行服務品質改造計畫，缺口2、3導入相關政策，缺口5利用SERVQUAL量表及DINSERV量表當作衡量的工具。將企業之制度完整的、有系統的規劃並實施，用以提供企業服務品質的改造。本研究以獨立餐廳--岱櫻居食屋為例，也是政策導入之單位，將制度、規範、準則，帶入獨立餐廳，賦予它另一條靈魂。讓獨立餐廳有大型連鎖餐廳所應具備的完整制度及高規格的服務，以致獨立餐廳有足以複製創造而擴展企業之可能性，同時，服務品質仍是最高等級，也供其他獨立餐廳模仿、學習、效法之楷模。關鍵字：服務品質、PZB服務品質模式、SERVQUAL The basic and important elements for running a restaurant business are delicious foods, touching service, atmosphere and overall satisfaction. Although everything is settled, sometimes customers are easily expecting more than they actually experienced. Therefore, service cognition of actual experience has direct influence on customer’s satisfaction.Since the business competition is high and the consumers demand for better quality , if an enterprise would like to build a sustainable and unbeatable business, it must proposes a strategy to promote its service quality and at the same time to pursuit customer’s satisfaction. Therefore, 5 gaps of an enterprise can be found by using PZB service quality model in this study. There is a service quality reform plan for gap 2, 3 and 5. Relative policies will be led in gap 2 and 3. SERVQUAL and DINSERV scales are used in gap 5 as the instruments of measurement. For offering reformation on service quality in an enterprise, its rules and regulations should be planned and executed fully and systematically. Dia-Sakura Japanese Cuisine is the sample as an independent restaurant in this study. It also is the enterprise leads in policies and rules, regulations and standers which will give itself another level. Although it is an independent restaurant, after reformation, it has the complete system and high level service quality which a large chain restaurant has. So as to make an independent restaurant has the possibility to create, copy and expand. Meanwhile, service quality is the highest level for all matters and makes it as the learning, following, and imitating model for other independent restaurants.Key words: Service quality, PZB service quality model, SERVQUAL
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